Customer Support Executive at TIO Markets Ltd. (2025-03 – 2026-01)
Forex & Brokerage | Live Chat, Email, Social Media
- Reviewed and verified the status of client deposits, withdrawals, and KYC (Know Your Customer) documents while ensuring compliance with company policies and regulatory requirements.
- Provided step-by-step technical guidance on trading software integrations, resolving platform issues efficiently in a high-pressure, real-time environment.
- Identified and documented technical bugs with detailed reproduction notes, streamlining escalation routing to engineering and Tier 3 teams.
- Handled sensitive internal documents and customer data with strict adherence to privacy standards and data security protocols.
Customer Advocate at Boldr (Client: UrbanStems) (2025-02 – 2025-03)
E-commerce | Live Chat, Email, Phone
- Managed end-to-end customer lifecycle including order placement, real-time shipment tracking, and proactive logistical updates to ensure transparency.
- Handled cancellations, refunds, and redelivery requests, converting potentially negative experiences into positive outcomes through swift resolution and policy adherence.
- Maintained high data accuracy by updating customer accounts and ensuring all user preferences and sensitive information remained current and secure.
Chat Support Associate at UX Direct Global (2024-11 – 2025-01)
Lead Generation | Auto Dealership & Real Estate, Home Improvement
- Engaged and qualified inbound leads via real-time chat, ensuring only high-potential prospects were routed to the sales team, improving conversion efficiency.
- Collected and organized user data with precision, coordinating cross-departmental handoffs to enable rapid and accurate sales follow-up.
- Upheld brand communication standards across all channels, consistently meeting or exceeding response-time SLAs.
Technical & Customer Support Specialist at Harte Hanks (2016-07 – 2024-10)
Streaming, Sports and Entertainment, Electronics & Ecommerce | Live Chat, Email, Phone
- Delivered high-quality multichannel support across chat, email, and voice for 8+ years, consistently earning top-tier CSAT scores in a high-volume environment.
- Resolved complex technical issues related to device compatibility, platform login, subscription management, and account access, reducing escalation rates.
- Produced comprehensive troubleshooting guides that reduced inbound ticket volume by empowering users with self-service solutions.
- Verified and updated sensitive customer account data with 100% compliance with privacy protocols and internal security standards.
- Managed cancellation and refund requests, balancing company policy with customer advocacy to protect brand loyalty and reduce churn.
- Maintained thorough case documentation for every interaction, ensuring data integrity and seamless case handoffs across shifts.
Customer Service Representative at Teleperformance (2015-08 – 2015-10)
Telecommunications | Phone
- Verified customer postpaid mobile plan usage to ensure accurate billing and account information across a high volume of inbound calls.
- Assisted customers with account inquiries, service concerns, and plan adjustments, delivering prompt and professional resolutions.
- Reconnected suspended or disconnected services following payment verification, restoring service efficiently while maintaining customer satisfaction.
